GTM Product Owner- Employee Services

Role : Product Owner - Employee Services
Location : Noida /Chennai
Role Purpose
Owns the Employee Services proposition — service desk, device management, Collaboration and the employee estate product end to end, committed per user on DEX/XLA measures. Expert at building, pricing and running productized desk and device offers.
Key Responsibilities
Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
Prior experience of building propositions for highly automated Service Desk and End User Support Propositions.
Understanding of Microsoft and Google End User Ecosystem.
Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
Lead presales activitiies which include creating sales and marketing content for End User Propositions, presenting to analysts and customers.
Build and Own End User Services Product Roadmap.
Hard Skills
ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Work arrangement
No